arketa
Director of Customer Care
United States · Director
Sponsorship not specified$60k-$90kDetected 65 days ago
RESTAccount ManagementCustomer SupportLeadership
About the role
- Customer Care sits within Arketa's Customer Experience organization, alongside onboarding, data migration, education, and retention.
Responsibilities
- Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa.
- Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company.
- Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes.
- Lead change management in planning and facilitating organization-wide improvement to the partner experience.
- Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10.
- Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience.
- Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.
- 60-90 days: Own a slice of escalations and work to build ground-truth understanding before scaling delegation. Help architect team composition and operating approach.
Requirements
- Fluency with modern CX tooling and automation platforms, with experience leveraging AI and workflow automation to improve efficiency and quality.
- Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale.
Compensation
- Own execution of quarterly and annual objectives for the Customer Care function.
- For this role, the estimated annual base salary is up to $169,000 - $175,000, depending on experience and qualifications.
Benefits
- Competitive Salary and Stock Options
- Unlimited PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs - while staying aligned with your team and responsibilities.
- Medical, dental and vision health insurance
- Fitness Class Reimbursement: we're committed to supporting both employee wellness and our industry relationships.
- Parental Leave Policy
- In addition to base pay, we offer equity.
Company info
- CX is the linchpin of our partner relationship.
- For many of our partners, the support team is the human face of Arketa.
- The Director of Customer Care will shape what this function looks like for the next several years and will be a critical partner to Product, Engineering, Sales, and the broader CX organization.
- We believe that a diverse and inclusive workplace fosters innovation and creativity, and we welcome candidates who share our values of respect, collaboration, and excellence.
Equal opportunity
- equal opportunity employer and is committed to diversity in its workforce.
This listing is sourced directly from arketa's careers page and normalized into a canonical job model.